Entering a request for a customer

[kevin_john_murray]

Newbie question :)

We have a couple of people that are in direct contact with our customers.  These two employees would typically end of up entering the request for the customer.

I guess they can use raise request to enter the request but how do i associate it with a customer?

The request has one numeric field to be entered and I was thinking maybe I could put a customer name drop down list so that I could select the customer but customer is not a list.  Any help is greatly appreciated. Thanks.

[Els Bassant · Accepted solution]

Hi Kevin, 

Welcome to the community.

If the two employees that are in direct contact with customers have agent permissions in the JSM project where they are entering the requests they should see a "raise on behalf of" field at the top request forms when raising request through the portal.

If they select the customer they need there the request will created as if raised by the customer (IE: the customer will be set as the reporter, and all notifications will go to the customer as usual).

Here is the official documentation page for more information.

Hope this helps,

Els

[Ste Wright]

Hi @kevin_john_murray 

You might have already done some of these things, but I would...

• Ensure all customers are added as JSM Customers
• Add each Customer to the Reporter field, so responses can go directly to them (if needed)

You could add them to Reporter per request - or if your team members have Agent access, they could add them to this field instead?

---

If the intent is not to contact the customer via the ticket - you could also add a custom User Picker (single user) field, and select the customer through here? This is more absolute than a Select List.

If this doesn't work in the Portal I would...

• Add the Select List field
• Use Automation to duplicate this into the User Picker

Ste